Océ Presents Service Level Agreement and Six Sigma Strategies at the Interlog Summer 2006 Conference
Six Sigma Master Black Belt Michelle Griffin, Vice President of Customer Experience for Océ North America, Shares Insights on Maximizing Customer Satisfaction and Increasing Service Profitability
June 6, 2006, Chicago - Océ (Nasdaq: OCENY), a global leader in digital document management and delivery solutions, today announced that Michelle Griffin, Vice President, Customer Experience for Océ North America, will be a featured speaker at the 2006 Interlog® Customer Service and Support Summit on June 12 as well as a workshop leader at the Interlog Summer Conference on June 13. These events focus on after-sales product support and service logistics
Griffin, a Six Sigma® Master Black Belt, joined Océ in November 2003. During the past three years, Griffin's mission has been to help Océ reinforce its Customer First philosophy throughout its US direct service organization. She introduced Six Sigma principles - a structured approach for process and system improvement - as well as performance management and customer loyalty programs to help Océ focus on continuous improvement by better understanding customer needs, analyzing business processes and instituting proper measurement methods. Throughout her presentations, Griffin will explore techniques for maximizing customer satisfaction and how that can lead to increasing revenues and profitability.
During the June 12 Customer Service and Support Summit, Griffin will present on the topic, "Maximize Your Customer Satisfaction and Experience Considerable Revenue Growth with Shrewd Service Level Agreements (SLA)." By using a case study, she will illustrate how companies like Océ have used superior SLAs to increase customer loyalty, outperform the competition and enhance future revenue growth. Her talk will be held from 10:25 - 11:00 a.m.
On June 13, the opening day of Interlog Summer 2006, Griffin will conduct an interactive workshop entitled "Utilize Six Sigma and Lean Techniques to Increase Profitability in Your Service Organization." She will highlight how to implement strategies and measurement techniques to decrease service errors and create a service-driven culture poised for profitability. This session will take place from 11:50-1:05 p.m.
"For years, companies relied on technological innovations and new product developments to gain a competitive edge in a crowded marketplace," said Griffin. "More and more businesses are now realizing they must do more to retain customers and surpass the competition, including creating a memorable customer experience. Implementing strategies such as Six Sigma principles and valuable service level agreements not only enhances customer satisfaction but increases revenue and profitability."
Interviews Available
The events will be held June 12-15, 2006 at the Hyatt Regency® at Gainey Ranch in Scottsdale, AZ. Michelle Griffin is available for interviews throughout the Customer Service and Support Summit and Interlog Summer Conference. To arrange an interview date and time, please contact Andrea Ryan via phone at 312-873-3422 or email at andrea@outlookmarketinsrv.com.
About Océ
Océ is a leading provider of digital document management technology and services. The company's solutions are based on Océ's advanced software applications that deliver documents and data over internal networks and the Internet to printing devices and archives -- locally and around the world. Supporting the workflow solutions are Océ digital printers and scanners, considered the most reliable and productive in the world. Océ also offers a wide range of display graphics, consulting and outsourcing solutions.
Netherlands-based Océ N.V. (NASDAQ: OCENY), with a workforce of around 24,000 people and pro forma annualized revenues of nearly $3.7 billion, active in approximately eighty countries, maintains research and manufacturing centers in the Netherlands, the United States, Canada, Germany, France, Belgium, the Czech Republic, and Romania. Océ's North American headquarters is located in Chicago with major business units in Trumbull, CT; Chicago; New York City; Boca Raton, FL; Salt Lake City; Coventry, RI; and Vancouver, BC. North American revenues were $1.7 billion for fiscal 2005, and employment is currently 11,000. For more information about Océ, visit www.oceusa.com. Outside the U.S., consult www.oce.com.
About Michelle Griffin
Michelle Griffin is the Vice President, Customer Experience for Océ North America. She is a
Six Sigma Certified Master Black Belt and is ISO 9002:2000 certified. She is also a doctoral candidate at Benedictine University in Lisle, IL. Before joining Océ, Griffin was the senior VP and executive, Master Black Belt Six Sigma group operations manager at Bank of America. Prior to that role, she was the CIO at IMC. Griffin has spoken at numerous conferences and been published in various journals.
About Interlog Summer
Interlog Summer came into existence in 1998 and has grown to become the most successful after-sales product support and service parts logistics events of the year. Attendees learn how to increase their bottom line in the after-sales market and are exposed to new, exciting and innovative techniques. Presenters are real-world executives facing the same challenges attendees are facing: a more educated customer with higher expectations, service outsourcing issues, and sheer numbers of products being supported.
The Customer Service and Support Summit is one of two supplemental summits taking place during the main Interlog conference. These summits provide topic-specific speakers and educational information and enhance attendees' overall experience.
